SUMMARY:

• Experienced in system administration and technical customer support with over fifteen years of experience in IT in large and mid - sized businesses supporting operating systems, servers, and end user’s and their devices.
• Proactive and robust problem solving skills. Experience with creating and maintaining documentation.
• Excellent presentation, communication, writing, relationship building, and training skills.

TECHNICAL SKILLS:

Operating Systems: Windows Server, SunOS, Solaris, AIX, RedHat Linux, VMWare, Apple OSX

Networking: Active Directory, DNS, DHCP, RDP, SSH, Citrix, LAN, Wireless

Monitoring: Icinga, Zabbix, Logstash, Unix/Linux logging

Enterprise Technologies: QMS, Tomcat, Progress database, Exchange, Sharepoint, Avamar

Ticketing/Documentation: Remedy, Peregrine, JIRA, Confluence.

Programming/Scripting: light VBScript, VBA, Bash/Awk/Sed, SQL

EXPERIENCE:

Confidential, Mt. Laurel, NJ

Technical Support/Monitoring Analyst

Responsibilities:

• Systems Monitoring. Review, resolve, and escalate alerts of O/S, application, and middleware systems. Troubleshooting issues, stopping/starting of processes, services, and applications to resolve systemic issues, escalating to Infrastructure and Database team for Sev0/1 issues.
• Systems Administration. Manage users, groups, and printers using AD and Linux at both the O/S and application level. Production and application support of the Confidential /MFGPRO application and ancillary proprietary applications. User administration of monitoring applications.
• Documentation/Training. Maintain documentation and engage in knowledge review processes. Maintain knowledgebase pages on system and application monitoring resolution, training and mentoring of new monitoring staff. Internal auditor for ISO 20000 compliance.

Confidential, New York, NY

Technical Support Analyst

Responsibilities:

• Systems Administration. Device and printer administration through AD, Tier 1 departmental and site level administration of SharePoint sites.
• Customer Support. Support of end user applications and devices, deployment of computing and mobile devices, installation and application support of specific technologies for the IT community.
• Technical Support. Resolve difficult to complex 2nd level desktop/image issues, support projects transitioning into operations, mentor and guide new and junior end user support staff.

Confidential, New York, NY

Technical Support Analyst

Responsibilities:

• Technical Support. Support of Cloud based Documatrix e-discovery application, monitor jobs and respond to alerts in a Solaris/Sybase/Autonomy environment, incident tracking, initial problem screening/resolution, escalation of complex issues, maintain working knowledge of various business processes and applications/systems.
• Database Administration. Create databases and manage user rights, resolve login and access issues, deployment of database, production, and manage system change activities.

Confidential, Princeton, NJ

Consultant/Project Lead/Business Analysis

Responsibilities:

• Project Management. Develop PowerPoint presentations, provide Executive stakeholder’s project status reports and updates, research and write reports on current competitive landscape, assist in conducting project meetings, writing and dissemination of minutes, project team scheduling.
• Vendor Management. Liaison with business partners and third party vendors, negotiate terms of contract for software development kit licensing.
• Programming Support. Application programming support of proprietary Assets and Liability fund of funds tracking system utilizing Access and Visual Basic for Applications

Confidential, New York, NY

Consultant/ Distributed Computing Engineer

Responsibilities:

• System Administration. System administration in a mixed Novell/Windows environment, end user, printer and application. Assessment and resolution of all client technology issues on corporate and non- corporate assets locally and remote. Problem screening, call routing and calling tree, 2nd and 3rd level support paging, incident tracking and recording. Liaison with system, application, and development support groups to provide seamless support.
• Market Data. Support of various market data applications including Bloomberg, Factset, Thompson Analytics, Powerdata, Tradeline. Liaison with vendors for support and troubleshooting.
• Special Projects. Off hours Disaster Recovery testing and support, system conversions and upgrades, software upgrades and installation. End user integration project including application and end user surveying, desktop imaging and testing, rollout of workstations and laptops, post rollout first day/week support.

Confidential, New York, NY

Systems Support Specialist

Responsibilities:

• System Administration. Responsible for all facets of system administration duties in IBM AIX 4.x, Novell Netware, and Windows, create, remove, and modify user and group accounts, permissions, and security, create folders, enable application and printer access, modify and revise user, group, and system-wide login scripts.
• Client Systems Support. Supported Gateway computers utilizing MS Office suite, Norton AntiVirus Corporate, Outlook email client and terminal emulation software as a standard configuration. Responsible for all application, connectivity, configuration.
• Special Projects. Implemented a remote access service using Intel/Shiva remote access server, worked with vendor to install and configure Intel LanDesk for application packaging and distribution, remote control capability, refreshing and redeployment of computers, and creation and maintenance of new company training room, company - wide rollout of laptops, provide training on remote access and best practices, manage migration from a cc:Mail environment to an Exchange/Outlook 5.5 environment.